Supervisory Manager

2 days ago

Quezon City, National Capital Region, Philippines MicroSourcing Full time $70,000 - $120,000 per year

Job Responsibilities

  • Point of contact for service requests, incidents, and changes related to the use of SaaS applications within our organization.
  • Responsible for the automation and compliance with the procurement processes, vendor management, and AOP rules associated to it
  • Support the implementation of SCIM or SAML provisioning for both new and existing applications.
  • Own business processes on vendor management and negotiations, procurement life cycle, and contract management.
  • Manage and resolve escalated service issues in a timely manner.
  • Develop and enforce service desk policies and procedures to ensure consistency and efficiency.
  • Lead projects to audit and optimize our SaaS portfolio, emphasizing improvements in security, permissions, automation, scalability, end-user experience, and license usage.
  • Partner with Corporate IT and the company's business functions for vendor management, licensing, and related contracts for SaaS applications.
  • Develop programs and processes to communicate and promote the adoption of new product features throughout the company.
  • Analyze service desk data to identify trends and implement improvement initiatives.
  • Implement and manage automation for efficient deployment and usage of SaaS applications.
  • Design innovative solutions, advocate for best practices, and lead by example as a service owner as Collectors evolves and grows in complexity.
  • Create and publish reports on Service Desk and/or SaaS Operations.
  • Participate in audits and operational budget planning.
  • Assess and recommend SaaS technologies as needed to support Collectors' objectives.
  • Be accountable for achieving a cost optimization goal for SaaS operations and hardware costs.
  • Manage engineers within the IT department, overseeing their day-to-day tasks and development.
  • Assist with contract negotiations and contract management.
  • Handle asset management within the IT department.
  • Manage escalations and provide solutions in a timely manner.

Qualifications:

  • Bachelor's degree in Information Systems or a related field
  • Minimum of 3 years of relevant management experience or 5+ years as a Senior IT Engineer
  • Experience integrating SaaS solutions into the technology life cycle processes
  • 3-5 years of management experience overseeing IT teams or departments Experience with support/service desk metrics implementation and measurement.
  • Previous experience implementing or managing workflow engines (e.g., Okta Workflows, Workato, Zylo) or similar tools.
  • Knowledge of product engineering and development processes, along with experience in business user provisioning and deprovisioning processes, and related technologies.
  • Great communication with different levels of the organization, including management of different business units.
  • Preferred experience with tools such as Google Workspace, Jira, Slack, Okta, Office 365, and Mimecast.
  • Familiarity with asset management and budget planning cycles
  • Strong organizational and task management skills.
  • Ability to plan, manage, code, and support multiple concurrent projects and initiatives.
  • Comfortable working in a fast-paced and rapidly changing environment.
  • ITIL v4 certification is a plus Supervisor or Manager experience, at minimum Senior experience.

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